Originally Posted by Gaffney Insurance
Does anyone have a live chat app on their website? We have thought about adding this and looked at a couple of free ones to see if its worth it. Please comment if your website has a live chat, if you see an advantage of having it, and what company the app is with.
In our experience in implementing thousands of insurance agency websites with our Insurance Website Builder
product, agents that chose to implement a chat option are never online. We see less than 5% availability on our clients that use chat.
Never being online causes your agency to look inattentive. An Offline button showing no one is home is worse than not having anything at all.
Chat is for organizations that provide ready support throughout the day and night. It's not off at lunch. It's not unattended during busy times (remember that people will use chat when they cant get a hold of you or wait times are long). It is not off at midnight when they are asking a question about their policy without a phone call waking up the kids.
Therefore I would only recommend chat for agencies that have a well oiled sales organization that has mastered their call operations and are ready to offer their clients a new method of communication that is on par with the phone experience.
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